RingCentral Migrates its Agents Away from NICE-Powered Platform
RingCentral has moved its 1,000 customer service agents off its NICE-powered contact centre platform and onto its new RingCX, CEO Vlad Shmunis has revealed. ...
Tom Wright · 8 Nov 2024
Five9 to Launch ‘New Paradigm’ AI Agents Next Week
Five9 will launch its “next generation” intelligent virtual agents next week, CEO Mike Burkland has revealed. Speaking on an earnings call with investors, th...
Tom Wright · 8 Nov 2024
Context Summaries and Suggested Replies - a Deep Dive into Cisco’s AI-Powered CX Features
CX Today’s Tom Wright hosts Cisco’s Sudarshan Dharmapuri . In this session we discuss the following: 1) How AI is driving Cisco’s CX strategy 2) New features...
Tom Wright · 25 Oct 2024
‘Reimaging CX’ - How AI is Changing the Game for Cisco
CX Today's Tom Wright speaks to Cisco’s Jay Patel . In this session we discuss the following: 1) The Significance of Cisco’s new AI Agent 2) How Cisco’s AI A...
Tom Wright · 24 Oct 2024
WebexOne 24: Umpqua Bank’s Lightning Move to the Cloud with Cisco
CX Today's Tom Wright interviews Cisco VP Vinod Muthukrishnan and Umpqua Bank’s Cameron Mitchell at WebexOne. They discuss: 1. The challenges Umpqua faced wi...
Tom Wright · 23 Oct 2024
‘A Critical Part of CX’ – HubSpot to Acquire CPQ Vendor
HubSpot has revealed plans to acquire subscription billing management and configure, price, quote (CPQ) start-up Cacheflow for an undisclosed amount. Cachefl...
Tom Wright · 11 Oct 2024
How to Compare CCaaS Platforms in 2024: The Complete Guide
Figuring out how to compare CCaaS platforms can be complex, particularly now that the solutions offered by contact center as a service vendors evolve. Busine...
Tom Wright · 1 Oct 2024
Big CX News from Salesforce, Twilio and ServiceNow
Salesforce Unveils Groundbreaking AI Agents Solution, "AgentForce" Salesforce has introduced AgentForce, an AI-powered solution aimed at transforming custome...
Tom Wright · 13 Sept 2024
Salesforce Embeds Tableau Pulse in Flagship CRM Platform
Salesforce is integrating Tableau’s Pulse directly into its flagship CRM system. Pulse for Salesforce is a new version of Tableau Pulse designed to provide p...
Tom Wright · 16 Aug 2024
Twilio Bags Seven-Figure Segment Deal with IBM
Twilio secured a seven-figure deal with IBM in its fiscal Q2, CEO Khozema Shipchandler revealed when reporting the vendor’s earnings. The “key win” came in T...
Tom Wright · 2 Aug 2024
CX Today Launches CX All-Stars
CX Today is proud to launch the CX All-Stars initiative, a dynamic series designed to spotlight and celebrate the industry's top contributors, innovators, an...
Tom Wright · 11 Jul 2024
The Biggest CRM Trends to Watch in 2024 and Beyond
CRM trends are evolving rapidly, thanks to changing consumer expectations, market dynamics, and the transformation of cutting-edge technology. Evolution in t...
Tom Wright · 5 Jun 2024
Afiniti Unveils New AI-Powered Avaya Integration
Afiniti, a provider of AI optimisation solutions for customer experience, has introduced its new eXperienceAI technology. Partnering with Avaya, a global CX ...
Tom Wright · 24 May 2024
‘We Had to Bite the Bullet’ - How this BPO Revamped its Siloed Contact Centre
Watch on YouTube. CX Today's Tom Wright hosts Nigel Mansfield, Standard Focus. In this interview from Avaya Engage we discuss the latest AXP innovations, and...
Tom Wright · 17 May 2024
Avaya’s New Product Marketing VP on Latest AXP Innovations
Watch on YouTube CX Today's Tom Wright hosts Giselle Bou Ghanem, VP Product Marketing at Avaya. In this interview from Avaya Engage we discuss the latest AXP...
Tom Wright · 15 May 2024
‘We’ve Got a Massive Opportunity for Innovation and Scale’ - Avaya CTO
CX Today's Tom Wright hosts Avaya CTO Soren Abildgaard . In this session we discuss the following: Abildgaard's first six months in the role Why Avaya has br...
Tom Wright · 13 May 2024
Avaya ENGAGE 2024: Shaping the Future of Customer Experience and Communication
Avaya is gearing up for its flagship ENGAGE event, which kicks off in Denver, CO, next week. At the three-day event, Avaya and its partner network showcase h...
Tom Wright · 8 May 2024
Bright Pattern, Arthur Lawrence to 'Transform the Customer Experience'
Bright Pattern and Arthur Lawrence, a prominent global management and technology consulting firm, have forged a partnership aimed at revolutionising digital ...
Tom Wright · 1 Mar 2024Is Rebranded MessageBird Targeting Twilio Takeover?
MessageBird, now known as Bird, is reportedly lining up an audacious bid for troubled rival Twilio. According to a report by The Information , Bird has held ...
Tom Wright · 2 Feb 2024
Gartner Analysts on the Top Trends Shaping CX in 2024
The customer service and support function is rapidly evolving, and in 2024 service and support leaders have the opportunity to become a growth engine for the...
Tom Wright · 16 Jan 2024Twilio CEO Steps Down Amid Investor Pressure
Twilio CEO Jeff Lawson has resigned and been replaced by the firm’s president, Khozema Shipchandler. Lawson’s departure comes as Twilio battles activist inve...
Tom Wright · 8 Jan 2024
Zoom Partners with PCI Pal
Zoom has partnered with PCI Pal to bring secure payments to the Zoom Contact Center. PCI Pal Agent Assist and Digital Payments will soon be available for pur...
Tom Wright · 24 Nov 2023
Global BPO Chooses CC Provider for 'Same Day' Customer Deployment
Global business processing outsourcer Techno Brain has chosen TCN as its call centre provider to service a new UK customer. Based in Nairobi, Techno Brain pr...
Tom Wright · 15 Sept 2023
Twilio Reveals GenAI-Powered Tools at SIGNAL Event
Predictive and Generative AI Innovations Unveiled by Twilio to Enhance Customer Engagement Twilio has introduced a range of generative AI solutions aimed at ...
Tom Wright · 23 Aug 2023
Five9 and Sandbox Banking Expand Partnership
Five9 has expanded its relationship with financial services-focused digital transformation firm Sandbox Banking. The collaboration aims to enhance the connec...
Tom Wright · 21 Aug 2023
Cisco’s Cloud Contact Centre Sees Triple-Digit Order Growth
Cisco saw orders for its cloud contact centre portfolio triple in its last quarter, CEO Chuck Robbins has revealed. Robbins was speaking as Cisco revealed qu...
Tom Wright · 17 Aug 2023
‘It’s like listening to Bohemian Rhapsody 14 times’ – Microsoft Slams UK Call Waiting Times
UK customers seeking assistance from customer service representatives are facing remarkably long wait times, according to a study conducted by Microsoft. The...
Tom Wright · 7 Jul 2023
Avaya's Roadmap: What's on the Way?
CX Today Managing Editor Tom Wright speaks to Avaya's Tim Sherwood . In this video we discuss the following: Avaya's roadmap How customer experience is drivi...
Tom Wright · 21 Jun 2023
Avaya Launches Avaya Customer Experience Services
Avaya Professional Services has been rebranded to Avaya Customer Experience Services (ACES), alongside a shift in focus towards AI, cloud, and digital techno...
Tom Wright · 20 Jun 2023
Introducing the CX Today Marketplace
Isolate the most prominent vendors across the various subsets of customer experience tech, and discover what makes them stand out.
Tom Wright · 2 May 2023
Microsoft Releases New XR Tools for Dynamics 365 Guides
Microsoft has released new tools for Dynamics 365 Guides designed to make mixed reality accessible and user-friendly for frontline workers worldwide. The new...
Tom Wright · 17 Apr 2023
NICE Launches ‘Groundbreaking’ Generative AI Solution
NICE has brought together its Enlighten AI technology with generative AI to drive fast and accurate customer experience. Enlighten Actions is built on the sa...
Tom Wright · 27 Mar 2023
Enterprise Connect: Less Than a Week to Go!
Enterprise Connect has been the most important North American conference and exhibition for enterprise communications and customer experience (CX) for over t...
Tom Wright · 17 Mar 2023
Top 6 CX Tools For E-Commerce 2023
CX is crucial for e-commerce businesses because it can affect customer satisfaction, loyalty, retention and revenue. By 2025, the market for global e-commerc...
Tom Wright · 2 Mar 2023
The State of CX in E-Commerce for 2023
The market for e-commerce and online shopping is growing at an incredible rate. By 2025, experts predict the global market will exceed $7.3 trillion in value...
Tom Wright · 1 Mar 2023
Avaya Could Hand Control to Lenders as Bankruptcy Looms – Reports
Avaya is reportedly "in talks to hand control to lenders" as it continues battling financial pressures. The vendor is facing Chapter 11 reorganization procee...
Tom Wright · 13 Jan 2023
ServiceNow Enters New Era with Observability Acquisition
CX Today reports on ServiceNow's acquisition of Era Software, expanding its observability platform following the 2021 Lightstep deal, as the market heads toward $9bn by 2025.
Tom Wright · 5 Oct 2022
The Top 6 Reasons to Buy Workforce Optimisation Tools in 2023
Creating exceptional customer experiences starts with an efficient and fully optimised workforce. Your team needs to be engaged, empowered, and productive to...
Tom Wright · 13 Sept 2022
Salesforce to Create Quarter of a Million UK Jobs
Salesforce has claimed it will create more than 270,000 jobs in the UK over the next four years. Speaking at a Salesforce World Tour event in London, UK boss...
Tom Wright · 16 Jun 2022
Salesforce Launches Sales Cloud Unlimited
Salesforce has launched an “unlimited” version of Sales Cloud which brings together a host of capabilities into one platform. Sales Cloud Unlimited is the ne...
Tom Wright · 16 Jun 2022
Zoom Bolsters Conversational AI with M&A
Zoom has acquired conversation AI platform Solvvy as it continues to expand its contact centre credentials. Zoom exec's said the new technology will add scal...
Tom Wright · 12 May 2022
Five9 and TD SYNNEX: Partners are Less Hesitant About the Cloud
The events have the past two years have opened the eyes of many businesses to the cloud – not least when it comes to customer experience. Much of the hesitan...
Tom Wright · 25 Mar 2022
Avaya Reveals $400m CCaaS Win
Avaya has revealed a $400m contact-centre-as-a-service (CCaaS) win with a global financial services firm. Avaya CEO Jim Chirico spoke of the deal on an earni...
Tom Wright · 10 Feb 2022
The Golden Trio for Distributed Contact Centres
At the start of the pandemic, the number one objective for businesses was keeping the lights on, no matter what the cost. But many of the emergency steps tak...
Tom Wright · 17 Jun 2021
How AI Removed Traditional Contact Centre Trade-Off
Contact centre leaders have always grappled with the trade-off between good-quality customer service and keeping costs at an acceptable level . But if custom...
Tom Wright · 25 May 2021
Mitel: We’re More Partner Aligned
The biggest challenge facing channel partners this year is being flexible enough to meet ever-changing customer needs amid the fallout from the pandemic, acc...
Tom Wright · 24 May 2021
Humans and AI Teaming Up for CX
The use of artificial intelligence in customer experience may still be relatively new, but most people can probably b y now say they’ve started an online cha...
Tom Wright · 17 May 2021
Agent Experience for the Hybrid World
Hybrid working is in the news almost every day . Some of the biggest employers in the world have already announce d permanent “work anywhere” strategies . No...
Tom Wright · 13 Apr 2021
How Content Guru Helped NHS 111 Phone Lines Fight The Pandemic
The NHS 111 service has been crucial in acting as the first line of defence in the healthcare sector’s battle against COVID -19 , helping to relieve pressure...
Tom Wright · 1 Mar 2021